managed it service overview & pricing · these are services managed in the background in...

Managed IT Service Overview & Pricing

1300 501 677 www.mspblueshift.com.au

Commercial in Confidence – MSP Blueshift Pty Ltd - ACN 140 630 888 of 16

Contents

Your IT department overview ........................................................................................................................................................................... 5

What all personnel experience ......................................................................................................................................................................... 6

What’s managed and supported for all personnel .............................................................................................................................. 7

How we get started .............................................................................................................................................................................................. 7

Service delivery guarantee ................................................................................................................................................................................ 8

Service level guarantee examples ............................................................................................................................................................ 8

How we communicate .......................................................................................................................................................................................... 9

Engagement options ......................................................................................................................................................................................... 10

How to calculate your price ............................................................................................................................................................................ 10

Membership pricing ............................................................................................................................................................................................ 11

Create your own quote in 3 simple steps ................................................................................................................................................. 12

Membership term & pricing guarantee ...................................................................................................................................................... 12

Out of scope pricing ..................................................................................................................................................................................... 13

Onsite support information .................................................................................................................................................................. 13

Frequently asked questions ........................................................................................................................................................................... 14

A few of our members ...................................................................................................................................................................................... 15

Notes ........................................................................................................................................................................................................................ 16

http://www.mspblueshift.com.au/



We believe we are NOT in the IT support business, we believe

we are in the HUMAN support business.

Because your technology doesn’t care if you can’t deliver on a

promise to your clients, however every human involved

definitely does, and so do we.

So if you're the type of company that believes in providing your

personnel with every opportunity to deliver on your promise,

then we have the service for you.




WHAT KEY BUSINESS NEEDS CAN MSP BLUESHIFT MANAGED

SERVICES ADDRESS?

Information Technology

Managed Service Provider

Infrastructure / Software as a

Service

Let us provide your business

with your own Australian based

cloud environment

Communications Solutions

Access to the latest technology

for voice and internet

requirements

Total Managed Print Solutions

Providing comprehensive, cost

effective managed print

solutions customised for you

Australian Cloud File Sharing

Providing anywhere, anytime on

any device secure access to

company data

Cloud Backup & Business

Continuity

Fully automated on/off site

backup and disaster recovery to

our Australian based datacentre

IT Support and Maintenance

Melbourne based technical

support for your entire IT

environment


Your IT department overview

As your IT department the services we provide cover (4) sections as described below

This is direct technical assistance provided to any user to rectify an issue or facilitate a requirement,

such as creating new user account or configuring email

on new smartphone.

This support is provided either via phone, remote

connection or on-site.

The purpose of this service to ensure that day to day

every user can obtain fast, efficient technical

assistance as and when

required.

These are services managed in the background in real-time across the entire IT environment to ensure

systems and applications are keep up to date.

The purpose of these services is to identify issues before they affect the users and become work prohibitive

and to ensure the environment is optimised.

These pre-emptive services include.

Proactive Desktop & Server Maintenance

Automated Fault Identification & Remediation

Software Updates & Patching

Data Backup Confirmation

System Optimisation

24/7 fault Monitoring and Alerting

Security Monitoring and Updates

Anti-Virus, Malware & Ransomware software

provided

These are services provided to manage the current

environment and plan for future requirements.

This includes a monthly report on the health of the network, number of calls logged, our performance against the guaranteed

issue response and rectification within the SLA.

6 monthly IT reviews so that future requirements can be planned and budgeted for

accordingly. Such as Hardware life-cycles and

software licensing

These are technical services provided to implement new

or upgrade existing hardware or software

applications.

An example of a common project is upgrading

workstations and servers.

Or

Moving some traditional on premises service such as

email to a cloud service such as Office 365.

General IT Support

Pre-emptive Maintenance

Strategy & Reporting

Project Services


What all personnel experience

24/ 7 Australian based Service Desk

Our service desk is based in Brunswick, Victoria; you have one number to call for all your IT requirements.

User support & maintenance for every device

We provide unlimited onsite, remote and phone support on every device from workstations to servers, smart phones to printers.

Vendor management

You don’t need to spend your time chasing up your ISP or trying to get an update for your accounting package, we manage all of your vendors from issues to upgrades or updates, you simply call us.

24/7 Monitoring and maintenance

We identify issues and perform real time maintenance to ensure fewer issues and faster response times.

24/7 Automated Remediation

Our ITSM (Information Technology System Management) tool LabTech uses artificial intelligence and scripting to automatically rectify known issues and events logged by the network itself.

Security Software

All anti-virus, malware and spam licensing is included and managed automatically through our ITSM (Information Technology System Management) tool LabTech.

Benefit from first call fix (FCF)

Our goal is to respond immediately to user based requirements and fix them on the first call to the service desk. Our FCF rates averaged 82% in Q3 2015.

True IT management

Support and maintenance is only one function of a true IT Department. IT strategy, innovation, budgeting, asset management are also needed and provided.


What’s managed and supported for all personnel

Your MSP Blueshift IT Department is responsible for supporting and managing every user, system and vendor

across your entire ICT environment, including but not limited to the following:

Network Infrastructure

Servers

Printers

UPS

Workstations (PC or Mac)

3G/4G Modems

Routers

Laptops (PC or Mac)

WiFi Access Points

Switches

Tablets (PC, Mac or Android)

Storage Devices

Firewalls

Terminals

Smartphones

Backup systems

Third Party Vendors

Internet Service Provider

Communications Provider

Web hosting

Domain Hosting

Line of Business Application Providers

Accounting Software

Hosted Service Provides

CRM & ERP applications

Security

Strategy & Reporting

Solution Design & Review

Budgeting

Asset Management

Monthly Performance Reporting 6 monthly performance and strategy planning reporting

Hardware / software advice and quotations RFQ / ROI creation / management

How we get started

Prior to service commencement, a comprehensive transition process is initiated to ensure that we capture the

necessary technical and business operations of your business.

The process entails the following:

Deployment of our ITSM (infrastructure technology systems management) tool, LabTech.

Identify and record all of your business specific applications and vendor information.

Introduction to your IT manager and service delivery team.

Upon competition of this process, we are ready to commence supporting your organisation. Over the next two

to three weeks we will additionally:

Complete the initial Audit Report, identifying any immediate business risks.

Complete the initial 6 monthly strategic plan.


Service delivery guarantee

We guarantee our service delivery and report monthly on our performance. Should we fail to perform in any given month we will pay the following penalties:

1 miss = $500.00 Discount

2 misses = Free support for the next month

3 misses = Free support for the next month + $500 discount on support.

Response = An engineer will begin to work solely on the requirement, or will be dispatched if onsite is required within the guaranteed response time and remain working on the issue until completed.

Service level guarantee examples

At all times, our goal is to respond to and commencing working on every request as quickly as possible. As an

organisation we strive to meet a “First Call Fix” rate of >75% (FCF means that when a someone calls the service

desk to log a call for assistance on a work disruptive issue the technician commences working on the issue

within that first call. )

Example

Maximum Response

Level 1 – “Urgent” – The business cannot operate. E.G. Server down, major application down impeding the work function of a number of users, Internet not available. Single user has no desktop functionality.

15 Minutes

Level 2 – “Pressing” – Impeded functionality however, the business or user can operate. E.G. Single user has restricted desktop functionality, printer not operating, failed backup, data restores.

1 Hour

Level 3 “Planned” – Events and minor faults. New project work, new installations, user account requests, moves or changes, minor non work impeding faults.

Acknowledged same business day. Work commences

within three business days or as scheduled.

Service desk phone answering. 08:00 -17:30 business days only (for support call logging purposes).

< 3 Minutes (97% of calls)

After Hours Emergency Support

2 Hours

The above is simply a guide, at all times we will be directed by the user with the issue. For example: a single

user may not have access to web browsing. However if that user is on a deadline to process the wages then the

issue is level 2 but the impact on the company will be level 1 and therefore would be escalated.


How we communicate

Service

Description

Logging a Support Ticket

You have three options: phone, email or via the web portal

Incident Tracking & Management

Each incident entry logged are date and time stamped within ConnectWise and then in the case of personnel logging a call either via email or phone, they receive notification that the call has been logged via email.

Managing Logged Calls

Each job ticket is tracked and responded to directly with the person who initiated the ticket.

All work conducted is recorded within the specific ticket, updated accordingly and automatically emailed. The user can add information via email simply by replying to the email.

Once the call is closed, a final email notification closing the job will be received by the initiator of the ticket.

SMS Alert Groups

In the event of a major outage of a server, application or communications device, we have the facility to create an SMS alert group.

This group should consist of key personnel who will be initially informed and then regularly updated by SMS if there is a system wide outage during business hours.

This ensures that all key personnel are aware of the issue and stops multiple personnel at various locations all having to log calls for the same issue.

Remote Support Chat

There is often the feeling of disconnect when engineers are performing remote support if they aren’t on the phone with the end user.

During these times, to make it as easy as possible for the user to interact with the engineer, rather than the user having to call the engineer back, we utilise a chat application, which allows either the user or the engineer to instigate a chat session and provide / request updates, changes or inform the user of their progress in real-time.

Executive Reporting

Each month you will receive an executive summary report providing information on your network health, tickets logged, work conducted and our performance in meeting our service level guarantees

Emergency support

Standard support hours are Monday to Friday 8:00am to 5:30pm local standard time.

After hours support is available anytime by phoning the service desk.


Engagement options

We offer two membership options, both provide unlimited access to all the same services and service levels, the

difference between the two are explained in the following table:

Service

Description

IT Department Pro

100% all-inclusive fixed price, unlimited access, onsite, phone and remote. Support and management of all ITC related infrastructure and services.

IT Department Remote

As above excluding onsite support. Onsite support is charged at a single fee of $200 per onsite visit.

How to calculate your price

Monthly pricing is calculated on either:

The total number of full time personnel (users) within the organisation

Or

The total number of devices being,

Servers

Workstations

(PC or Mac)

Notebook

(PC or Mac)

Whichever option is the most cost effective for your organisation.

We provide these two methods of costing because every company is different. Some companies will have 20

personnel who each have a desktop and a laptop so it’s cheaper to calculate the price on a per user basis. If in

the same scenario each user only had a desktop, then it’s cheaper to calculate the pricing per device basis.

In each case, should the ratios change you are free to swap at any time.

Remember: Everything IT related, along with all personnel and third party vendors / applications within your

organisations are supported on an unlimited basis. The device or user counts relate only to the method used to

calculate the monthly fixed price.


Membership pricing

Membership

Fixed monthly Fee

Business Hours

Onsite Attendance

After Hours Rate

(Phone or Remote

Assistance)

After Hours Rate

(Onsite Assistance)

IT Department Pro

Per User

$122

No Additional Charge



Per Device

$102

Or

IT Department

Remote Per User

$97

$200 Flat Fee If Onsite Attendance

is Required

$100 Flat Fee If After Hours

Remote Support is Provided

$400 Flat Fee If After Hours Onsite Support is Provided

IT Department Remote

Per device

$78

You have the option of upgrading IT Remote to 7 / 24 coverage which provides unlimited after hours remote

support together with a reduction to the fixed call our fee for onsite after hours assistance.

Optional Extended Coverage 24/7 for IT

Remote

Total User or Device Count

Business Hours Onsite Attendance

After Hours Rate (Phone or

Remote Assistance)

After Hours Rate (Onsite

Assistance)

IT Remote 24/7

Less than 50 = $200

per month

Greater than $50 = $4.00 per user month

$200 Flat Fee If Onsite Attendance

is Required


$200 Flat Fee If

After Hours Onsite Support is Provided

All pricing is ex GST


Create your own quote in 3 simple steps

Step 1.

Count up how many Workstations (PC, Mac or Terminals), Laptops (PC or Mac) and Servers you have. These are

referred to collectively as “Devices”

Now write answer in the boxes marked 1.A

Step 2.

Count how many full time uses you have and write the answer in the boxes marked 1.B

Step 3.

Now simply do the mathematics

1. A Total Devices Multiplied by: = this is the total monthly cost for IT

Department Pro.

1. A Total Devices Multiplied by: = this is the total monthly cost for IT

Department Remote

1. B Total Users Multiplied by: = this is the total monthly cost for IT

Department Pro.

1. B Total Users Multiplied by: = this is the total monthly cost for IT

Department Remote

The lowest calculation for your desired membership level is your 100% fixed price per month.

Membership term & pricing guarantee

All of our agreements are month by month; we’re not interested in getting your business, we’re interested in

keeping it, and that isn’t achieved by locking you into a fixed term agreement. For us, that’s only achieved by

continually providing great service, support & value.

We do however, appreciate that committing to a long term agreement does have its benefits for you, in relation

to locking in your costs today for fixed period of time.

As such we provide a thirty six (36) month pricing guarantee that ensures you won’t be subjected to any price

increases for thirty six months.

Additionally, should our pricing reduce during this period we guarantee to reduce your pricing in line with any

reduction.

$102 $

$78 $

$122 $

$97 $


Out of scope pricing

The only services that attract additional costs are project services, these relate to the installation

of new or upgrading of existing hardware and software. Examples would be

New desk/laptop installation / configuration

Network upgrades (server, router, switch replacement)

Installation of new software packages

All project work is based on a fixed price quotation prior to commencement of the project. Regular

projects such as installing and configuring new lap/desktop are priced as follows

New Workstation / Laptop Installation Charges

The following fixed price charges apply for the installation and configuration of new workstations / laptops.

This includes the installation of all required applications, email set up, account creation (if a new user), migration

of any existing data or profile information local to the replacement computer.

New Workstation PC or Mac Installation& Configuration

1 $300

2 $400

3 $500

4 $600

5 $700

Onsite support information

The costs associated with onsite attendance is fixed at a flat rate of $200 per visit.

The onsite attendance fee is only chargeable for technical support related attendance (i.e. support) or if a

specific request is made by you for a technical service engineer to be onsite:

Some examples where onsite attendance would be required and chargeable:

Internet service is down and we cannot provide required support remotely.

Dead equipment where it will not respond such as a Switch, Server, Router or Wireless access point.

Attendance in relation to third party equipment or applications – e.g. a new printer is being installed

and the provider requires technical assistance to be onsite during their installation.

Instances where you do not pay the onsite attendance fee:

Where support can be delivered remotely however for whatever reason we decide to perform that task

onsite – e.g. connecting a new / replacement workstation to the network.

Any attendance other than technical support – i.e. account management meetings, 6 monthly reviews,

network or application design meetings.

In all instances where the onsite support fee is chargeable, the user will be informed and asked to

authorise the attendance.


Frequently asked questions

Question

Answer

What is not included in the IT Department Pro membership?

Only project work. I.e. upgrading servers, workstations software applications etc. traditionally called project work. Everything else is included.

What’s not included in IT department Remote?

Onsite support, Project work and afterhours support All of these service are provided on a fixed single price – there are no time based charges.

Why do you offer per device and per user pricing?

Traditionally pricing was only based on a per device basis, i.e. servers, PC’s, and laptops. However increasingly these days’ users have multiple devices which often means with the per device model you will paying twice for the same user.

If we reduce the number of users or devices does that automatically reduce the costs?

Yes, it will reduce the costs, we calculate this monthly so if numbers change up or down so will the monthly charges.

Can we change costing method if our circumstances change?

Yes, you are free to switch between per user and per device costings at any time.

What is the minimum contract term?

All of our agreements are month by month. We don’t want you to stay because you are contractually bound; we want to you to stay because we do a great job.

How do you ensure users don’t get access to information they are authorised to view?

Any alteration to user access levels needs to be approved by their manager.

This can be as simple as us requesting the user to CC their manager on the access level increase request asking the manager to authorise the change.

Where is your service desk located?

Our service desk is based in Brunswick, Victoria, all calls are managed from this location.

What happens if we have a problem with our accounting application or our phone system?

You log a call with us and we will contact the third party and manage the requirement through to rectification with the specific supplier on your behalf.

How do you calculate our per user price if we have part time personal?

We calculate the pricing on effective full Time personal. So if you had a two users that each work 2.5 days a week that would be 1 effective full time user.


A few of our members

Certified Practicing Accountants

http://www.maxkirwan.com.au

http://www.parkinsonsvic.org.au

http://www.amma.org.au/

http://www.kellyandchapman.com.au

http://www.whiting.com.au/

https://destination.melbourne/

http://www.bayswater.jayco.com.au/

http://www.sharpandcarter.com.au/

http://www.deutscherandhackett.com/

http://www.tcpartners.com.au

http://www.jlrpartners.com.au

http://www.allansbillyhyde.com.au/

http://www.designinc.com.au

http://www.select-group.com.au/

http://www.siteimage.com.au

http://www.andiamo.house

http://www.conilio.com

http://carainc.org.au/

http://aclandtravel.com.au/

http://www.collinsco.com.au/

http://www.hopest.org/


Notes

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